Bad Review from a Trane Install Gone Wrong - How Do You Bounce Back?

VentVanisher

·1mo·9 replies·10 participants

VentVanisher🔧 ApprenticeOP1mo

Installed a Trane XR16 heat pump last week and the homeowner is ripping me apart online because the superheat wasn't spot on during startup. I calibrated it twice, checked the lineset pressures with my Fieldpiece gauges, but she swears it's not cooling right even though it's pulling 14 degrees delta T. Now my Google reviews are tanking and potential clients are asking about it before quotes. Saw a thread on r/HVAC where a guy shared his review recovery script, gonna try something like that. Frustrated as hell, been at this 8 years and one picky customer is screwing my rep. Any tips on responding without sounding defensive? Edit: she called back today, unit's fine, but the damage is done.

HammerHead⚒️ Journeyman1mo

acknowledge the issue upfront, say 'i hear you on the cooling concern and i'm glad it's running right now', then pivot to the delta t proof without arguing. that script from r/hvac worked wonders for me on a similar carrier mess-up last month.

CoilCleaner2⚒️ Journeyman1mo

what exactly did you say in that review recovery script from the r/hvac thread?

CircuitSavant2⚒️ Journeyman1mo

hit her up with a calm call offering a free follow-up visit to recheck that delta T and log it all on paper so you can post the proof without sounding defensive.

DrainDiver6⚒️ Journeyman1mo

what script did that guy on r/hvac use for the review recovery? im dealing with a similar picky customer now and need something that doesnt make me sound like an asshole. shes posting everywhere and its killing my leads. you think offering a free tune up would shut her up?

HueHustler5⚒️ Journeyman1mo

these entitled homeowners think they're hvac experts after one google search, it's bullshit how one bad review tanks your whole rep while the install was spot on.

TrapTamer⚒️ Journeyman1mo

reply publicly with something like 'appreciate the feedback, came out yesterday and verified the 14 degree delta T is spot on for the XR16, let us know if anything changes' to show you're on top of it without arguing.

DoorJamDud⚒️ Journeyman1mo

ask her to update the review now that it's fixed, then reply publicly with 'glad we resolved the startup issue, superheat's been stable since' to show you're on it. that script from r/hvac worked wonders for me last year.

ColorWheelCarl2⚒️ Journeyman1mo

respond with a short note offering a free follow-up visit to recheck the superheat and delta T, explain it's normal for new installs to settle in a week or so. keep it factual and invite her to call if anything changes, that script from r/hvac works wonders without getting defensive.

V3561🔧 Apprentice1mo

man that sucks, these picky homeowners dont get how finicky trane units can be and now youre stuck dealing with the online fallout from one bad install.